Team Lead, Customer Success (Enterprise) at CodeSignal
United States
<h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">The Role</strong></h3><div><span style="background-color: transparent; color: rgb(0, 0, 0);">The Team Lead, Customer Success role at CodeSignal is responsible for leading a team of Customer Success Managers (CSMs) serving enterprise customers. This strategic leadership role will drive customer retention, expansion, adoption, deeper relationship building and advocacy while ensuring operational excellence across the team. You'll develop customer success strategies that maximize value realization and ensure our customers achieve their technical hiring goals through our platform.</span></div><div><br></div><h3><strong style="background-color: transparent; color: rgb(0, 0, 0);">Key Responsibilities</strong></h3><div><br></div><h4><strong>Team Leadership & Development</strong></h4><ul><li class="">Hire, lead, coach, and develop a high-performing team of Customer Success Managers</li><li class="">Establish clear performance metrics (both leading and lagging indicators) and career development paths</li><li class="">Conduct regular 1:1s, team meetings, and performance reviews</li><li class="">Identify skill gaps and implement training programs to enhance team capabilities</li><li class="">Build a positive, collaborative team culture that drives high performance and retention</li></ul><div><br></div><h4><strong>Customer Success Strategy</strong></h4><ul><li class="">Develop and implement customer success strategies specific to technical assessment needs</li><li class="">Design and optimize customer journeys from onboarding through renewal</li><li class="">Create and refine playbooks for customer onboarding, adoption, expansion, and renewal</li><li class="">Establish standardized processes that balance customization with scalability</li><li class="">Collaborate with Product, Sales, and Marketing teams to ensure alignment</li></ul><div><br></div><h4><strong>Revenue Retention & Growth</strong></h4><ul><li class="">Achieve team targets for adoption, GRR, NRR, relationship and activity indicators</li><li class="">Work with Account Management and Sales leaders to identify and execute expansion opportunities</li><li class="">Develop early warning systems to identify at-risk accounts</li><li class="">Implement rescue strategies for vulnerable accounts</li><li class="">Partner with Sales on expansion opportunities and renewal forecasting</li></ul><div><br></div><h4><strong>Customer Experience & Advocacy</strong></h4><ul><li class="">Define and monitor customer health metrics across segments</li><li class="">Establish feedback loops to gather and act on customer insights</li><li class="">Develop customer success programs that drive platform adoption and value realization</li><li class="">Build deeper relationships with strategic customers within the segment</li><li class="">Create and manage customer advocacy initiatives and build direct relationships with Customers</li><li class="">Identify and develop customer references and case studies</li></ul><div><br></div><h4><strong>Operations & Reporting</strong></h4><ul><li class="">Develop and track KPIs for team performance and customer success</li><li class="">Create regular reporting on customer health, renewal forecasts, and team performance</li><li class="">Optimize resource allocation across the team based on customer needs and potential</li><li class="">Collaborate with other departments to resolve cross-functional challenges</li><li class="">Manage team budget and resource planning</li></ul><div><br></div><h4><strong>Cross-Functional Leadership</strong></h4><ul><li class="">Partner with Product Management to represent customer needs in the roadmap</li><li class="">Collaborate with Marketing on customer marketing initiatives</li><li class="">Work with Sales on smooth customer handoffs and account expansion</li><li class="">Coordinate with Support on escalation management</li><li class="">Engage with Executive Leadership on strategic initiatives and reporting</li></ul><div><br></div><h4><strong>Bonus Skills</strong></h4><ul><li class="">Startup experience a plus</li><li class="">Strong demonstrated experience building and managing high performing SaaS Customer Success teams</li><li class="">Experience working in a flexible and high-paced environment while supporting a high volume of accounts</li><li class="">Strategic perspective on Customer Success as a function with a focus on driving value to all stakeholders</li><li class="">Detail oriented in your organization and meticulous about prioritization and time-management</li></ul>
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